HFN: Manager, Customer Success

Hanger, Inc.•Phoenix, AZ

9d•Remote

About The Position

The Manager, Customer Success is responsible for ensuring excellence in customer service delivery within Hanger's Orthotic and Prosthetic Custom Fabrication business. This role defines and manages the implementation and execution of Customer Support programs and policies, ensuring consistent workflow, communication standards, and response protocols for our internal and external customers. As a customer-facing leader and escalation point for service issues, you'll build and lead a high-performing remote service team.

Requirements

Bachelor’s degree in Business Administration or equivalent.
Minimum five years’ experience in healthcare, O&P distribution, or related field support
Two years supervisory experience.

Nice To Haves

Bachelor's degree in Business Administration or related field.
Four years supervisory experience.
Supervising or managing experience in a multi-site environment.
Excellent interpersonal skills; gather and assimilate accurate information and different perspectives
Experience leading service system implementation (ie: MRP)
Empathetic advocate for win-win ecosystem
Strong problem solving skills
Outstanding analytical skills, reporting and data analysis
Ability to interact effectively at all levels of organization
Familiarity with call center CRM utilization and call center phone systems
Understanding of live chat and other digital communication methods
Project management skills
Effective oral/written communication skills
Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
Keep the patient at the center of everything that you do, building lifelong trust.
Foster open collaboration and constructive dialogue with everyone around you.
Continuously innovate new solutions, influencing and responding to change.
Focus on superior outcomes, and calibrate work processes for outstanding results.

Responsibilities

Build, mentor, and manage a remote customer service team to deliver excellent customer interactions and support.
Define and manage key performance indicators and metrics to monitor team efficiency, customer satisfaction, and service quality outcomes.
Act as the primary internal liaison between internal and external customers and clinical staff, triaging incoming orthotic and prosthetic devices for fabrication and coordinating job adjustments and submissions.
Manage Return Authorization triage, creating documented pathways and paperwork to support clinical review and processing.
Manage various channels of customer communication.
Research, evaluate, and implement new technologies and tools to enhance customer service operations, team collaboration, and overall efficiency.

Benefits

Competitive Compensation Packages
8 Paid National Holidays & 4 additional Floating Holidays
PTO that includes Vacation and Sick time
Medical, Dental, and Vision Benefits
401k Savings and Retirement Plan
Paid Parental Bonding Leave for New Parents
Flexible Work Schedules and Part-time Opportunities
Generous Employee Referral Bonus Program
Mentorship Programs- Mentor and Mentee
Student Loan Repayment Assistance by Location
Relocation Assistance
Regional & National traveling CPO/CO/CP opportunities
Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest